Customer Support: Real-Time Notifications and Escalations

Introduction

Delivering exceptional customer support requires real-time notifications and efficient ticket escalations. Callgoose SQIBS ensures your team can stay proactive and responsive to customer needs.

Key Features

1. Real-time Notifications:

• Notify teams instantly via SMS, Email, or Phone when a critical issue arises.
• Example: Support teams are alerted immediately about a payment gateway outage affecting customer transactions.

1. Escalation Management:

• Define escalation rules based on response time and priority levels.
• Example: Automatically escalate unresolved VIP customer issues to the support manager after 15 minutes.

1. CRM Integrations:

• Seamless integration with platforms like Salesforce and Zendesk.
• Example: Create and update support tickets automatically based on customer interactions.

Real-World Examples

• Example 1:
• Problem: A SaaS company experienced SLA breaches due to delayed ticket escalations.
• Solution: Automate escalations based on SLA thresholds, reducing SLA breaches by 50%.
• Example 2:
• Problem: Support teams missed alerts during off-hours.
• Solution: Send multi-channel alerts (email, SMS, and mobile app) to on-call agents, ensuring no critical alerts are missed.

Benefits

• Faster ticket resolution improves customer satisfaction.
• Reduced manual intervention with automated workflows.
• Enhanced SLA adherence with timely escalations.

Ready to revolutionize your Customer Support?

Contact us for a demo of Callgoose SQIBS!